Question 1

Compared to products, services are ________.
A) low in credence qualities
B) separable in nature
C) easy to evaluate
D) low in search qualities
E) tangible in nature

Accepted Answer

Services are characterized by being high in experience and credence qualities, making them difficult to evaluate before purchase. This contrasts with goods, which often have search qualities that allow for evaluation before buying.

Question 2

The face-to-face time between customer and service provider is often called the ________ because that is when customer judgments take place
A) goal line stand
B) moment of truth
C) moment of momentum
D) service ROI
E) service encounter

Accepted Answer

The moment of truth refers to the critical point when a customer interacts with a service provider, and their perception of the company is formed. It is the moment when the customer's judgment is made, and therefore it is essential for companies to ensure they provide excellent service during this encounter. A, C, D, and E are not commonly used terms for this concept.

Question 3

The basis of the Gap model of Service Quality is the ________.
A) examination of the differences between the objectives of management and employees
B) elimination of gap between an organization's and its employees' perceptions of the customer experience
C) recognition of suitable techniques for resource management to achieve better service quality
D) identification and measurement of differences in five key areas of the service delivery process
E) improvisation of the face-to-face time between customer and service provider, often called the moment of truth

Accepted Answer

The Gap model of Service Quality is based on identifying and measuring differences in five key areas of the service delivery process. These areas include customer expectations, management perceptions of customer expectations, service delivery, communication between customers and employees, and service quality specifications. By identifying and addressing gaps in each of these areas, organizations can improve their overall service quality.

Question 4

In which of the following gaps of the Gap Model of Service Quality can a lack of the right customer data wreak havoc on service delivery?
A) Gap 1: management's perceptions of customer service expectations versus actual customer expectations of service
B) Gap 2: management's perceptions of customer service expectations versus the actual service quality specifications developed
C) Gap 3: actual service quality specifications versus actual service delivery
D) Gap 4: actual service delivery versus what the firm communicates it delivers
E) Gap 5: perceived service by customers versus actual customer expectations of service

Accepted Answer

The answer of In which of the following gaps of...

Question 5

Which gap in the Gap Model of Service Quality fundamentally represents customer expectations management through marketing communications?
A) Gap 1: management's perceptions of customer service expectations versus actual customer expectations of service
B) Gap 2: management's perceptions of customer service expectations versus the actual service quality specifications developed
C) Gap 3: actual service quality specifications versus actual service delivery
D) Gap 4: actual service delivery versus what the firm promises it delivers
E) Gap 5: perceived service by customers versus actual customer expectations of service

Accepted Answer

Gap 4 addresses the difference between the service promised by a company in its marketing communications and what is actually delivered, highlighting the importance of managing customer expectations through accurate and realistic marketing messages.

Question 6

________ is the period during which a customer interacts in any way with a service provider.
A) Service encounter
B) Moment of truth
C) Service period
D) Service quality
E) Time of service

Accepted Answer

The service encounter refers to the period during which a customer interacts with a service provider, which can be face-to-face, virtual or over the phone. This interaction is an important moment of truth for the customer, which can influence their perception of the service quality. The service encounter is also an opportunity for the service provider to create a positive impression and build customer loyalty.

Question 7

In the Gap Model of Service Quality, which gap asks whether a service is provided in the manner intended?
A) Gap 1: management's perceptions of customer service expectations versus actual customer expectations of service
B) Gap 2: management's perceptions of customer service expectations versus the actual service quality specifications developed
C) Gap 3: actual service quality specifications versus actual service delivery
D) Gap 4: actual service delivery versus what the firm communicates it delivers
E) Gap 5: perceived service by customers versus actual customer expectations of service

Accepted Answer

Gap 3 is the gap between the service quality specifications developed and the actual service delivery. It asks whether a service is provided in the manner intended as per the specifications, and identifies any discrepancies or gaps between what was intended and what actually happened.

Question 8

The basis of the gap model is the identification and measurement of differences in ________ key areas of the service delivery process.
A) six
B) two
C) three
D) four
E) five

Accepted Answer

The gap model of service quality identifies and measures differences in five key areas of the service delivery process. These areas include the gap between customer expectations and management perceptions, the gap between management perceptions and service specifications, the gap between service specifications and service delivery, the gap between service delivery and external communications, and the gap between perceived service and expected service.

Question 9

When a customer cannot make a reasonable evaluation of the quality of a service even after use because they lack expertise, this relates to a service's ________ attributes.
A) secondary
B) credence
C) search
D) focused
E) observable

Accepted Answer

Credence attributes are characteristics of a service that are difficult or impossible to evaluate even after consumption. This is because the customer lacks the necessary knowledge or expertise to assess the quality of the service. Secondary attributes are not essential to the core service but may still be important to customers. Search attributes are those that can be evaluated before purchase, observable attributes are those that can be perceived during use, and focused attributes are those that are emphasized by the service provider in marketing and promotion.

Question 10

Among the dimensions of service quality, tangibles refer to ________.
A) the elements of communication that differentiate one service from another
B) the personality characteristics of service providers
C) the combination of price and quality of a service
D) the physical evidence of a service or the observable aspects
E) the knowledge and courtesy of employees

Accepted Answer

Tangibles refer to the physical evidence of a service or the observable aspects such as equipment used, the physical facilities, appearance of personnel, and communication materials.

Question 11

A negative gap between ________ nearly always points to management and employees simply not getting the job done. This could be due to vague performance standards, poor training, or ineffective monitoring by management.
A) actual service quality specifications and actual service delivery
B) management's perception of customer service expectations and actual service quality specifications developed
C) management's perceptions of customer service expectations and actual customer expectations of service
D) actual service delivery and what the firm communicates it delivers
E) perceived service by customers and actual customer expectations of service

Accepted Answer

A negative gap between actual service quality specifications and actual service delivery indicates that there is a lack of understanding or execution in the service delivery process. This could be due to factors such as vague performance standards, poor training, or ineffective monitoring by management. Choices B, C, D, and E do not specifically address this issue.

Question 12

Once a customer begins to have a positive experience with a service provider and builds a relationship with the firm, customer loyalty ________.
A) tends to be lesser for services than for goods
B) tends to be greater for services than for goods
C) is the same for services and goods
D) develops, but only for a temporary period in all cases
E) develops and increases regardless of future service experiences

Accepted Answer

Customers tend to develop stronger loyalty to service providers than to goods, as they often have a personal connection with the service provider and the experience they provide. However, this loyalty is not guaranteed to be permanent and may be affected by future experiences with the service provider.

Question 13

Some business schools take the approach that the primary customers for their business are ________.
A) professional health care service providers
B) graduate schools
C) parents and relatives of students
D) companies that hire their students
E) professors and lecturers

Accepted Answer

Business schools primarily exist to train and prepare students for careers in the business world. Therefore, their main customers are the companies and employers that hire their students.

Question 14

________ represents a formalization of the measurement of customer expectations of a service compared to perceptions of actual service performance.
A) Customer delight
B) Service encounter
C) Service quality
D) Service excellence
E) Moment of truth

Accepted Answer

Service quality is defined as the gap between customer expectations of a service and their perceptions of actual service performance. It is a formal measure that helps organizations to identify areas for improvement and to meet or exceed customer expectations. A, B, D, and E are terms related to service quality, but do not specifically represent the formalization of measuring customer expectations and perceptions.

Question 15

Exceeding customer expectations is often referred to as customer ________.
A) excellence
B) loyalty
C) essence
D) delight
E) satisfaction

Accepted Answer

Exceeding customer expectations is often referred to as customer delight, as it goes beyond just satisfying the customer and leaves a lasting positive impression, creating a sense of excitement or pleasure.

Question 16

Gap 5 in the Gap Model of Service Quality is unique in that it is the only gap that occurs ________.
A) between management's and customers' expectations
B) between consumers' expectations and the perception of the service they receive
C) actual service quality specifications and actual service delivery
D) in small businesses but not in larger ones
E) actual service delivery and what a firm promises to deliver

Accepted Answer

Gap 5 in the Gap Model of Service Quality is unique because it occurs between consumers' expectations and their perceptions of the service they receive, essentially capturing the difference between what customers expect and what they perceive they have received.

Question 17

Sometimes, customers can tell if they received good service. For example, vacations, haircuts, and restaurants all have ________ attributes that allow customers to decide whether they will repeat the purchase another time.
A) purchasable
B) tangible
C) focused
D) experience
E) search

Accepted Answer

Experience attributes are those that can be assessed only after purchase or during consumption. In the context of vacations, haircuts, and restaurants, customers evaluate the quality of service based on their experience, which influences their decision to repurchase.

Question 18

Firms that employ service as a marketing strategy must plan ahead for service ________ and train employees to properly execute service recovery.
A) differentiation
B) specification
C) failure
D) orientation
E) encounter

Accepted Answer

Service failure refers to a breakdown in the expected service delivery. When firms plan ahead for service failure, they can be better equipped to handle unexpected situations and minimize negative impact on the customer experience. Training employees in service recovery techniques can help them to properly address and resolve service failures, thus increasing customer satisfaction and loyalty.

Question 19

The assessment of which of the following attributes would require customers to have expertise not generally shared by the public?
A) search
B) credence
C) experience
D) observable
E) tangible

Accepted Answer

Credence attributes require specialized knowledge that is not commonly known by the public, such as the quality of medical care or legal services. Search, experience, observable, and tangible attributes can all be assessed by consumers without specialized knowledge.

Question 20

Which of the following services is MOST likely to be high in credence attributes?
A) restaurants
B) hair cuts
C) tax preparation
D) child care facilities
E) vacations

Accepted Answer

Credence attributes are characteristics that are difficult to verify even after the service has been rendered. Tax preparation is an example of a service that requires a high level of trust and expertise from the provider, and it is difficult for customers to judge the accuracy of the service even after it has been completed. In contrast, services like restaurants and haircuts have more experience attributes that can be observed and evaluated by customers in the moment. While child care facilities and vacations may also have some credence attributes, tax preparation is the most likely service to be high in these types of characteristics.

Quiz 10: Service as the Core Offering

Compared to products, services are ________.

The face-to-face time between customer and service provider is often called the ________ because that is when customer judgments take place

The basis of the Gap model of Service Quality is the ________.

In which of the following gaps of the Gap Model of Service Quality can a lack of the right customer data wreak havoc on service delivery?

Which gap in the Gap Model of Service Quality fundamentally represents customer expectations management through marketing communications?

________ is the period during which a customer interacts in any way with a service provider.

In the Gap Model of Service Quality, which gap asks whether a service is provided in the manner intended?

The basis of the gap model is the identification and measurement of differences in ________ key areas of the service delivery process.

When a customer cannot make a reasonable evaluation of the quality of a service even after use because they lack expertise, this relates to a service's ________ attributes.

Among the dimensions of service quality, tangibles refer to ________.

A negative gap between ________ nearly always points to management and employees simply not getting the job done. This could be due to vague performance standards, poor training, or ineffective monitoring by management.

Once a customer begins to have a positive experience with a service provider and builds a relationship with the firm, customer loyalty ________.

Some business schools take the approach that the primary customers for their business are ________.

________ represents a formalization of the measurement of customer expectations of a service compared to perceptions of actual service performance.

Exceeding customer expectations is often referred to as customer ________.

Gap 5 in the Gap Model of Service Quality is unique in that it is the only gap that occurs ________.

Sometimes, customers can tell if they received good service. For example, vacations, haircuts, and restaurants all have ________ attributes that allow customers to decide whether they will repeat the purchase another time.

Firms that employ service as a marketing strategy must plan ahead for service ________ and train employees to properly execute service recovery.

The assessment of which of the following attributes would require customers to have expertise not generally shared by the public?

Which of the following services is MOST likely to be high in credence attributes?